Helpline Care Advisor
UAE, United Arab Emirates
Job Description
We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands such as Allianz Care, Nextcare and Medi24.
The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customers
The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customers
Summary:
Our Customer Care Advisors support customers in many different languages and are the first point of contact of our clients worldwide (including brokers and medical providers). The Customer Care Advisors must anticipate and meet the needs of our client as well as coordinate interdepartmental work, consistently delivering a high quality service and committing to continuous improvement .
Main Responsibilites:
- Act as the main point of contact of clients worldwide such as Expatriates, Brokers, and Medical Providers, while manage large amounts of inbound and outbound calls in a timely manner.
- Responsible in delivering outstanding and quality customer service, and ensuring promises are delivered to client on time ; work on rotating shift patterns (24/7).
- Respond to client queries and requests through email within 24 hour service level agreements.
- Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients.
- Proactive in handling client complaints and ensuring customer satisfaction and retention.
- Committed to the Helpline Department’s service standards, including company’s procedures in relation to anti-corruption, fraud, and data protection.
- Assist our in-house Medical Services Team in coordinating client’s hospital admission, evacuations, repatriations, and other cases as required.
- Build positive and professional working relationships with internal clients, e.g. Dublin Helpline, Claims, Medical Services, Sales & Client Relations Team, Policy Management Team, and Medical Providers Management Team.
- Ability to adapt and quickly learn the technical aspects of the job and offer system solutions or work-around where possible.
- Meet daily/monthly/quarterly performance target/output despite challenges and ad hoc assignments.
- Ability to action and complete ad hoc tasks at the request of Team Leader/Supervisor/Manager.
- Participate in coaching and mentoring new team members where appropriate and act as a new starter buddy if required.
- Participate in the enhancement of workflows and procedures, presentations, client visits, and visitor meetings.
Minimum Requirements:
- Arabic and English speaker.
- Degree Required
- Excellent customer service experience, medical or insurance background is a plus.
- Ability to work in a pressurized environment and produce accurate work within service level agreements.
- No issues working in 24/7 Operations even during weekends and holidays.
- Proficiency in verbal and written communication.
- Strong adaptability to different applications, including proficiency in MS Office applications (Word, Access, Power point, & Excel), Outlook, and general internet and research skills.
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Job Detail
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Job IdJD1402491
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationUAE, United Arab Emirates
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EducationNot mentioned